Mellis Eyecare – Terms of Service & Privacy Notice

Last updated: February 2026

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  1. About Us

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Mellis Eyecare is an independent optometry practice providing eye examinations, contact lens services, optical dispensing, low-vision care, and associated clinical services.

Mellis Eyecare

Thornaby Medical Centre

Trenchard Avenue

Thornaby

TS17 0EE

Tel: 01642 751048

Email: enquiries@melliseyecare.co.uk

ICO Registration Number: ZA272815

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  1. Acceptance of These Terms

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By booking an appointment, attending a consultation, purchasing goods, or using our website, software, or digital services, you agree to these Terms of Service and Privacy Notice.

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  1. Clinical Services & Professional Standards

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All services are provided in accordance with:

  • General Optical Council (GOC) Standards
  • NHS contractual requirements (where applicable)
  • NICE guidance and accepted clinical best practice

Clinical outcomes cannot be guaranteed and are based on professional judgement using the information available at the time.

Mellis Eyecare is a training practice and may involve supervised students or trainees during consultations.

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  1. Appointments, Fees & Payments

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  • NHS services are subject to eligibility
  • Private services and optical appliances are chargeable
  • Fees will be explained prior to provision
  • Missed or late-cancelled appointments may incur a fee

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  1. Digital Systems, Software & Artificial Intelligence

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We use secure digital systems to support care and administration.

Practice Management Software:

  • iCareWeb (transitioning to XEYEX PMS) is used to store clinical records, appointments, NHS claims, and billing data.

AI-Assisted Documentation:

  • Heidi AI may be used to assist with drafting clinical notes
  • Heidi AI does not make clinical decisions
  • All AI-generated content is reviewed and approved by a qualified clinician
  • Clinical responsibility always remains with the clinician

No automated decision-making or profiling producing legal or significant effects is used.

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  1. Privacy & Data Protection (UK GDPR)

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We process personal and special-category health data in accordance with UK GDPR and the Data Protection Act 2018.

Data collected includes:

  • Personal identifiers and contact details
  • Clinical and medical information
  • Diagnostic images and test results
  • NHS numbers, GOS data, and payment records

Lawful bases include:

  • Article 6(1)(b) – contract
  • Article 6(1)(c) – legal obligation
  • Article 6(1)(e) – public task (NHS)
  • Article 9(2)(h) – healthcare provision

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  1. Teaching, Training & Use of Clinical Images

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Mellis Eyecare hosts optometry students, pre-registration trainees, and supervised learners.

  • Students may observe or participate under supervision
  • Clinical images, anonymised records, or case details may be shown for educational purposes
  • Students are bound by confidentiality and data-protection obligations
  • Training materials are not used for marketing or shared externally

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  1. Confidentiality

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All patient information is treated as confidential and disclosed only where necessary for care or where legally required.

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  1. Subject Access Requests (SARs)

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You have the right to request access to your personal data.

  • Requests must be made in writing (email or letter)
  • Requests should be sent to enquiries@melliseyecare.co.uk
  • Proof of identity may be required
  • Requests are normally free of charge
  • We respond within one month (extendable for complex requests)
  • Information may be redacted where lawful exemptions apply
  • Authority will be required for third-party, executor, or guardian requests

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  1. Data Retention

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Records are retained in line with NHS Records Management and GOC guidance:

  • Adults: minimum 10 years from last contact
  • Children: until age 25 (or 26 if last seen at 17)

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  1. Consumer & Trading Standards Information

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Bespoke Optical Goods:

  • Spectacles, lenses, and many appliances are custom-made
  • Cooling-off periods do not apply once manufacture has begun
  • Change-of-mind refunds are not available

Faulty Goods:

  • Statutory rights under the Consumer Rights Act 2015 remain unaffected

Deposits & Payments:

  • Deposits or full payment may be required
  • Deposits are non-refundable once manufacture has commenced

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  1. Allergies & Material Sensitivities

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Patients must inform us of known allergies (e.g. nickel, plastics, coatings).

Where reactions occur despite reasonable care, Mellis Eyecare cannot be held responsible for individual physiological or allergic responses.

Statutory rights remain unaffected where goods are faulty or incorrectly supplied.

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  1. Bereavement – Bespoke Goods

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Where bespoke optical appliances have been ordered or manufactured and the patient passes away before collection:

  • Refunds (including deposits) cannot be offered
  • Items cannot be resold or reused

At our discretion, items may be released to next of kin or executors.

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  1. Complaints

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Concerns should be raised directly with Mellis Eyecare.

If unresolved, you may contact:

  • NHS England (for NHS services)
  • Optical Consumer Complaints Service (OCCS)
  • General Optical Council (GOC)

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  1. Website Use & Cookies

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Website content is for general information only and does not replace professional examination.

Cookies may be used for functionality and can be controlled via browser settings.

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  1. Limitation of Liability

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Nothing in these terms limits liability for death or personal injury due to negligence, fraud, or fraudulent misrepresentation.

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  1. Governing Law

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These terms are governed by the laws of England and Wales.

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  1. Changes to These Terms

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We may update these terms periodically. The most current version will be available in practice or on our website.

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